Contact Center Manager - Premium
About the role
We are seeking a dynamic Contact Center Performance Manager to lead our Dedicated Premium Team, a specialized group focused on delivering exceptional service to our highest-value guests. This role is pivotal in ensuring that both in-house and outsourced teams consistently uphold our brand promise, exceed guest expectations, and drive loyalty through premium service experiences. Key Accountabilities Daily
Operations
Oversee the premium team’s day-to-day activities, managing both in-house and outsourced members to ensure seamless service delivery. Performance
Standards
Define and enforce high-performance criteria tailored to premium guest interactions. KPI Tracking: Monitor and analyse team performance against key metrics, with a strong focus on service quality and guest satisfaction. Training & Development: Conduct regular workshops and coaching sessions to elevate team skills and optimize service delivery. Communication
Protocols